Escalate

Hand over the conversation to an operator

Escalate

When your virtual agent isn't able to help, it falls back to the system flow Unknown. This flow can be configured to ask a couple of questions in order to find the right answer, but in most cases it is configured to escalate to a human operator. The action that is responsible for handing over to a human operator is Escalate.

Parameters

There are a couple of parameters that can be used to configure the specific behaviour of the escalation process.

Parameter	Description
Tag	To define to which inbox to escalate to (leave empty by default)
Message	The message to present the user in the mean time
Show wait control	Widget that shows a count down
Time out	Time in minutes to wait for the operator before moving on (0 = endless)

Escalation time out

The escalate action will wait for the operator for the amount of minutes selected under time out. When selected 0 it will never time out. When the time out is reached, the Flow will continue to the next action. This way an alternative solution can be presented, like for instance leaving a note or planning a meeting.

Multiple inboxes

For setups with multiple inboxes, the Tag parameter is used to configure to which inbox to escalate this conversation. More information can be found in here.

Check your settings if this action isn't working properly.